Archive for the ‘Knowledge Management’ Category

An article I wrote on “transforming to a knowledge driven culture” was named as one of the top 5 SupportWorld magazine articles for all of 2016. Check it out and start your organization on the path to improved knowledge management!

Knowledge Management is now a full-fledged process in the ITIL framework, a testimony to its vital importance in organizations. Yet many businesses and organizations still struggle with how to capture, store, and share knowledge across the organization.

The result? Rediscovery of knowledge, slower resolution of incidents and recovery of services, faulty decisions, and more costly operations. Why is this, and why is such a valuable process so difficult to implement?

Barriers, that’s why. Most IT service providers are organized around “technology silos”, and these act as natural barriers to capturing and sharing knowledge effectively. There a solution, however. In fact, there are six steps your organization can take to overcome these barriers and realize effective knowledge management.

I gave a presentation at the CA ITSM Virtual Conference today, entitled Transforming to a Knowledge Management Culture. It was very successful, with 119 people attending, and a survey score of 4.2 out of 5.0.

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When it comes to realizing success in today’s era of service desks, the importance of an effective and fully integrated knowledge management solution cannot be underestimated. Making the transformation to a knowledge-driven organization is non-trivial, and takes time. Although culture does not change overnight there has been a cultural shift in the workplace making IT organizations take a fresh look at their knowledge management strategy. There is no denying that today’s majority workforce of tech-savvy, self-sufficient millennials are now driving broader acceptance of knowledge as king.

So why are IT organizations finding it difficult to overcome these cultural and organizational barriers and implementing a successful knowledge management solution? This presentation will explore six key barriers to transforming to a truly knowledge-based culture, and practical ways you can overcome each.